Contact Center Representative - Lakewood, Colorado, , United States

Founded in 1963, FirstBank is Colorado's largest locally owned holding company and we are still growing, serving customers in Colorado and Arizona. Our growth can be attributed to one simple philosophy: do right by customers, communities, and employees, which is at the center of ...

Job description

Founded in 1963, FirstBank is Colorado's largest locally owned holding company and we are still growing, serving customers in Colorado and Arizona. Our growth can be attributed to one simple philosophy: do right by customers, communities, and employees, which is at the center of the company's "banking for good" mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and we take pride in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it. By joining the FirstBank team you will experience our great team culture with ample opportunity for growth. There's an opportunity for everyone with positions across the company, from Personal Banker and Call Center to Technology and Lending. Apply today to learn more and join the team

A Brief Overview

The Contact Center Representative works in a fast-paced call center atmosphere focusing on either general customer service or online banking support for a variety of consumer and commercial customers. The Representative assists customers in an efficient, friendly and professional manner with a complex array of banking questions, general inquiries, or complaints over the telephone and/or various communication channels. This position develops and maintains a general working knowledge of all FirstBank products and services offered to assist customers with general troubleshooting and inquires.

What you will do

• Provide an exceptional customer service experience and actively ensure customer satisfaction
• Assist customers with general and/or complex banking inquiries related to FirstBank's products and services over the phone
• Develop and maintain a general working knowledge of all bank products and services
• Research customer issues and concerns across various products and services to pinpoint logical resolutions
• Achieve a general understanding of fraud trends occurring to identify and mitigate possible fraud attempts
• Meet individual and department service level objectives
• Assist customers with general troubleshooting for FirstBank products and services
• Navigate seamlessly between multiple FirstBank programs and systems while aiding customers
• Collaborate with other FBSS departments and branch operations in order to properly assist customers
• Perform other job duties and projects as assigned
• Understand and comply with all provisions of the Safety in the Workplace policy

Minimum Requirements

• Entry-level job with little or no prior relevant work experience in the function

Preferred Requirements

• Previous customer service experience
• Working knowledge of call center environment

Knowledge, Skills, and Abilities

• General knowledge of all FirstBank products and services
• Good verbal and written communication skills
• Ability to solve general problems
• Ability to work in a fast paced team environment
• General understanding of FBSS departments and branch operations

Working Conditions and Physical Requirements

• Frequently remains stationary throughout a typical business day
• Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
• Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms
• Occasionally positions self to access drawers and shelves of various heights
• Frequently reaches for and handles paperwork and files
• Constantly communicates with customers, coworkers, and management in-person and on the phone
• Must be able to exchange accurate information
• FirstBank does not currently offer fully remote positions, except as required by law. The actual number of in-office days that may be required will vary by business unit, role, and business need.

Salary Range

$20.00 Per Hour

Statement of Benefits

FirstBank offers a suite of benefits that support our employees' professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D

EOE/Affirmative Action

FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other legally protected characteristic. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department.

Colorado Job Application Fairness Act

Under Colorado's Job Application Fairness Act, you have the right to redact from any documents that you submit in connection with your application information that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution. Should you wish to exercise your right to redact such information, please redact it prior to submitting the documentation

*This job opportunity is expected to close on January 9, 2025*  

*This job opportunity's deadline has been extended to January 26, 2026*

*This job opportunity's deadline has been extended to February 12, 2026*

*This job opportunity's deadline has been extended to February 23, 2026*